Senior Dynamics 365 CCaaS & Omnichannel Specialist

GiGa-Ops Global Solutions; United States; À distance; USD 120 000 - 180 000; Plein temps

Résumé du poste

GiGa-Ops Global Solutions is seeking a Senior Dynamics 365 Contact Center Functional Consultant to lead customer engagements, design enterprise CCaaS and Omnichannel solutions, gather requirements, and configure Microsoft technologies for successful implementations.

You will translate business needs into scalable contact center capabilities, collaborate with solution architects, and leverage Power Platform and Copilot to enhance agent productivity and customer journeys across channels.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Business, or related field.

Responsabilités

• Lead client discovery workshops and business process assessments.
• Document functional and business requirements.
• Translate business needs into Dynamics 365 Contact Center solutions.
• Design CCaaS configurations including voice, queues, IVR, routing.
• Configure Omnichannel channels (Live Chat, SMS, Email, Social).
• Support UAT and production deployments.
• Mentor junior consultants and assist pre-sales with demos.

Connaissances

Dynamics 365 CCaaS

Omnichannel for CS

Solution design

Stakeholder engagement

Agile delivery

Documentation & comms

Formation

Bachelor’s degree in CS/IS/Business

Outils

Power Platform

Dataverse

Copilot Studio

Azure OpenAI

Teams Phone integration

Description du poste

GiGa-Ops Global Solutions is seeking a Senior Dynamics 365 Contact Center Functional Consultant to lead customer engagements, design enterprise CCaaS and Omnichannel solutions, gather requirements, and configure Microsoft technologies for successful implementations.

You will translate business needs into scalable contact center capabilities, collaborate with solution architects, and leverage Power Platform and Copilot to enhance agent productivity and customer journeys across channels.